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Customer Care
Technical Support
Warranty and Non-Warranty Repair Policy (cont'd)
Download RMA Request Form (DOC file, 76K)
- Return shipments:
All products to be returned must be properly packed and shipped freight
prepaid. All returns are on consignment. They remain the customer's
property with no debit to CTC. Label all returns as follows:.
Control Technology Corp.
Attn: Repair Department
RMA#_____________
25 South Street
Hopkinton, MA 01748
Note: For each package, an RMA number must
be included on the packing slip and on the outside of the shipping container
of the returned products. Returns without a valid RMA number will not
be accepted.
- Warranty repair: Applies
to products that fail during warranty period under normal use. A product
is not eligible for warranty repair if product has been modified or
is found to contain out-of-warranty damage.
- Warranty repairs
made during the warranty period are warranted for either 180 days
or the remainder of the original warranty, whichever is longer
- Warranty repairs
are returned to the customer via UPS ground freight prepaid by CTC.
- Customer purchase
order line items that are deemed warranty repairs are not invoiced.
- Non-warranty repair: Applies
to all products not covered under warranty.
- Non-warranty repairs
are warranted for 180 days.
- Non-warranty repairs
are returned to the customer F.O.B. factory.
- Customer purchase
order line items that are deemed non-warranty repairs are invoiced
at the time of shipment.
- Expedited Turnaround
Service (ETS): Typically
repairs are diagnosed, repaired and shipped back to the customer two
to four weeks after receipt. Normal turnaround times are subject to
overall factory workloads and parts availability. Customers may request
ETS priority for their repair to get a three-day turnaround (after receipt
at CTC) for an additional charge of $100 per item. Occasionally due
to the nature of the required repairs, ETS will not be available. If
ETS is not available for a particular item, the customer will be notified
and given the option to proceed with the normal repair cycle, or order
a new replacement product and the ETS fee will not be charged.
- NPF (No problems
found): In the event that
CTC performs standard tests and finds no problem with the unit in question,
at least threee attempts will be made to reach the customer contact
listed on the RMA for further clarification. If contact cannot be made
or the results of discussion do not reveal a problem, the unit will
be returned and evaluation charges applied per the following schedule:
Evaluation
cost:
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| Standard product in price
list (list < $1,000) |
$75 |
| Standard product in price
list (list > $1,000) |
$150 |
| Display products |
W/A |
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Copyright © 2003 - 2008 Control Technology Corp. All Rights Reserved.
Quickstep™, QuickBuilder™, Blue Fusion™, CTServer™, WebMon™, iPanel™, CT HMI™, and CT webHMI™ are
trademarks of Control Technology Corp. Java and the Java Coffee Cup Logo are trademarks or registered trademarks of Sun Microsystems, Inc. in the U.S. and other countries. All other trademarks are the properties
of their respective organizations.
Phone numbers:
Sales & Order Entry: 888.818.2600 Tech Support: 800.282.5008 Other:
508.435.9595 Fax: 508.435.2373
Address: 25 South Street, Hopkinton, MA 01748
Last site update July, 2008 |
